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JPMorgan Chase 210147165 - CIB - Quality Specialist/Skills Coach/Nights in Phoenix, Arizona

JPMorgan Chase's Receivable Operations division supports lockbox services delivered to wholesale (corporate), public sector state government, and Federal government clients. JPMorgan Chase's Receivable Operations Services enables customers to accept traditional paper-based payments from clients by capturing the information with efficient technology services and transferring it to an output file for accounts receivable updating. The main objective is to expedite the collection of payments due by getting the check that's \"in the mail\" deposited into the biller's account as quickly as possible. A second objective is to expedite the posting of payment information, allowing the customer to update their account records. This can substantially reduce costs and expedite the crediting of deposits to accounts, which provides high customer satisfaction and a rewarding service. Our strategic focus is to deliver an extraordinary level of service and quality to our customer while leveraging the firm's operations and technology infrastructure.

As a Skills Coach with Wholesale Receivables Operations, you will assist with quality control activities to ensure adherence and consistency of Standard Operating Procedures within Wholesale Receivables Operations. Individual will be responsible for performing quality control reviews of processed work including, but not limited to new hire batch processing, high risk extractor processing, End-to-End Processes which include Platform and Procedural Changes, etc. This individual will perform side by side observations with employees and provide recommendations for enhancing performance to employee and supervisor, share best practices for performance improvement, and will assist in training and cross training of staff in departmental functions. This individual will also be responsible for accurate entry of quality and opportunity information into our Quality tool, and the instructional feedback, collection and maintaining of all data associated with performed quality reviews.

Other duties with key activities including, but not limited to:

  • Partner with supervisors and managers to improve individual and team performance

  • Participate in projects and process improvements that support continuous improvement

  • Analyze performance metrics to identify issues and provide recommendations to management

  • Assist with planning and preparation of departmental quality and procedural reviews

  • Understand and identify error trending and effectively communicate results

  • Other tasks and assignments as needed


  • Thorough knowledge of Wholesale Receivables products and services is required

  • Prefer a minimum of 1-2 years quality specialist/audit or related experience

  • Demonstrated ability in problem solving and creative thinking

  • Strong communication skills, both written and verbal, with the ability to provide feedback

  • Ability to work independently as well as part of a team

  • Flexibility and adaptability to changes in the environment

  • Detail oriented with high levels of accuracy

  • Strong interpersonal skills

  • Ability to prioritize assignments and meet deadlines

  • Demonstrated ability with Microsoft Office products such as Word and Excel (Excel expertise a plus)

Work schedule: Tuesday - Friday / 6pm - 4:30am

Pays 15% shift differential

This position may require you to work non-traditional hours and/or additional hours as business needs arise. Work schedule might be subject to change.

A Government Security Clearance may be required for this position. This includes, but is not limited to:

  • Fingerprints

  • Credit Check

  • Employment History

  • Tax Filing History (possibly)

  • References (possibly)

  • Proof of U.S. Legal Permanent Residence up to 7 years

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans